Senior Business Systems Analyst - ServiceNow

Role overview:

We’re looking for a Business Systems Analyst to own the strategy roadmap and execution of large projects on Enterprise Services platform, with a strong focus on ServiceNow. This role sits at the intersection of business and technology, supporting functions such as HR, Finance, Facilities, Supply Chain & Operations, and Employee Services.

You’ll act as a strategic thought partner and hands-on leader, driving enterprise-wide solutions across HR, IT, Facilities, Supply Chain & Operations and Employee Services. Delivering solutions that improve both user experience and operational efficiency across the enterprise.

What you'll be doing:

• Partner with business and IT leaders to define and implement the ServiceNow roadmap, strategy, and priorities
• Translate complex, ambiguous business needs into scalable, user-centered solutions
• Lead end-to-end solution design across ServiceNow modules (e.g., ITSM, HRSD, SPM, WSD, App Engine, Now Assist)
• Drive multi-functional initiatives, collaborating with engineering, architecture, and program teams
• Manage dependencies across systems and define enterprise integration strategies (e.g., Workday, SAP, Okta, Microsoft 365, Slack)
• Guide backlog prioritization and own delivery of key initiatives
• Ensure solutions align with security, privacy, and governance standards
• Find opportunities for automation, optimization, and AI-driven improvements
• Establish and promote procedures, standards, and scalable design patterns

Reporting, Analytics & Operations:

• Define and deliver reporting and analytics solutions using ServiceNow dashboards and performance analytics to deliver actionable insights
• Partner with team members to establish benchmarks and success metrics, tracking platform performance and business outcomes
• Support day-to-day platform operations, including backlog triage, issue analysis, and continuous service improvements
• Monitor system usage, trends, and data quality to proactively identify optimization opportunities

What we're looking for:

• 10–12+ years of experience in business systems analysis or similar roles in SaaS/PaaS environments
• Strong hands-on experience with the ServiceNow platform and its ecosystem
• Proven track record delivering enterprise-scale, multi-functional solutions
• Deep understanding of integrations, data flows, and enterprise architecture
• Ability to break down sophisticated problems and drive alignment across diverse stakeholders
• Experience working in Agile environments and across the full SDLC

Technical Expertise:

• ServiceNow modules: ITSM, HRSD, SPM, WSD, App Engine, Now Assist, Reporting, Integrations
• Enterprise platforms: Workday, SAP, Okta, Microsoft 365, Slack
• Proven understanding of integration patterns and standard processes
• Familiarity with AI technologies and automation is a plus
• Knowledge of cloud-based SaaS/PaaS architecture

How You Work:

• You think strategically but are comfortable diving into details when needed
• You build strong, trust-based relationships and influence without authority
• You communicate clearly across both technical and non-technical audiences
• You’re proactive, organized, and focused on delivering high-quality outcomes
• You thrive in sophisticated, fast-moving environments

Nice to Have:

• ServiceNow certifications (CSA, CIS, etc.)
• Experience with platform governance or Center of Excellence (CoE) models
• Background in global or enterprise-scale organizations

Why This Role Matters:

This role plays a critical part in how our organization operates and scales. You’ll directly influence how employees interact with enterprise systems, enabling better experiences, smarter workflows, and more efficient operations.

If you’re eager to play a pivotal role in crafting and driving enterprise-scale solutions that directly impact how teams work and thrive, we’d love to hear from you.